Job Discription
Ensure a seamless Omnichannel Customer Experience for my users
1st RESPONSIBILITY
I AM RESPONSIBLE FOR DEFINING PROJECT RELATED TO CUSTOMER SERVICE AT STORE LEVEL & BUSINESS DEVELOPER
Guarantee the appropriate human structure in the billing counters in accordance with the needs of sports users, customer peaktime and in line with the business model of the store along with relevant KPIs.
I have a thorough understanding of my catchment area and have developed a targeted communication and marketing plan accordingly.
Deciding on commercial activities inside and outside the store that influence greater user satisfaction, acquisition, retention of my customers and to bring in more traffic for my store along with my DPLAY Referent.
Responsible to define the communication plan for store (Instore and Outstore)
2nd RESPONSIBILITY
I ACCOMPANY MY TEAMMATES THAT ARE PART OF USER EXPERIENCE TEAM
Teammates Happiness and Development is to be ensured.
I accompany teammates’ development and autonomy by animating the managerial scheme
– Individual Decision/Development Meeting(IDM) with teammates every 4 weeks
– Validating teammate’s mission
– Mid year evaluation and Annual Appraisal Meeting with teammates
Develop and support team members’ skills and competencies at the cash counter and within the department.
3rd RESPONSIBILITY
I BRING IN THE CUSTOMER CENTRICITY & ANIMATE VOICE OF CUSTOMERS
Provide comprehensive training for teammates to enhance customer assistance skills.
Manage offline and social media platforms to understand customer feedback.
Ensure excellent customer experience in all service areas.
Resolve customer escalations and queries at the store level and create action plans for improvemen
4th RESPONSIBILITY
BUILD A SEAMLESS CASH COUNTER EXPERIENCE AND ENHANCE TECH PERFORMANCE
Optimise cash counter operations for efficient check out experience
Implement customer flow management solutions for improved satisfaction and conversion.
Provide cash counter process training to store teammates.
Manage product traceability, and recalls.
5th RESPONSIBILITY
REAL AFFINITY WITH DIGITAL SERVICES FOR CUSTOMERS
Modernize the store and develop the skills of our employees through Digital Literacy Trainings/Modules.
Understand and assist customer through all the channels (Whatsapp Business, Omni chat etc)
Booster of exclusive services (Store Assisted Sales- Click and collect – Reserve and Collect -Omni Interactions), which enhance the offers and enriches the customer experience.
6th RESPONSIBILITY
PROMOTE SUSTAINABLE PRACTISE INSIDE THE STORE
Ensure my customers are aware of the Sustainable invoice solution and promote E Bill inside my store.
Ensure my teammates are aware of the circular sales (Buy back, 2nd life, etc)
Profile
SKILL SET REQUIREMENT
Key human resources skills*
Key Functional skills*
Customer orientated
Service orientated
Results orientated
Verbal, digital, written communication
Group coordination
Bold
Trainer
Efficient
Autonomous
Project management skills
Strategic Thinking
Team management skills
Organisation and planning
Recruitment
Emotional Intelligence
Decision making and problem solving
Analytical skills
Learn to Lead a training
Federation skills (Team of Teams)
Decathlon Services (Knowledge)
Order management understanding
Omnichannel communication
Innovation
Sustainable Development
Regular interactions with
Career paths or Complementary duties
Potential career paths:
Store Leader
CX Team
User happiness team
Digital Team
Any service based leader
Potential complementary duties at the store along with Customer Service Leader role:
Skills and Training referent
Social listening / Communication
Mass Plan and Commercial leader
Omni Sport Coach
Skills
customer sevice
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